Complaints & Claim
At Alqalaa Insurance Services, we are committed to providing clear and professional insurance services. If you have a complaint, concern, or claim-related enquiry, you can contact us using the channels and procedures provided below.
How to Contact Us
You can contact Alqalaa Insurance Services through the following channels regarding a complaint or claim-related enquiry.
Telephone
Office Hours
Sunday – Friday
7:00 AM – 9:00 PM
Saturday: Closed
Submit a Complaint
Please provide the details below so that we can review and respond to your complaint.
Complaint Follow-Up
Once your complaint has been received and registered, Alqalaa Insurance Services will provide you with a complaint reference number where applicable.
Please retain your reference number when contacting us regarding your complaint.
Alqalaa currently does not provide an online complaint status tracking portal. To follow up on your complaint, please contact us by email or telephone and provide your complaint reference number.
Our Complaints Handling Process
We aim to handle complaints in a clear and structured manner.
Submit Your Complaint
Submit your complaint using the online complaint form or contact us through one of the available communication channels.
Complaint Registration
Once received, your complaint will be registered and a complaint reference number will be provided where applicable.
Review
The relevant team will review your complaint together with the information and documents provided.
Additional Information
If additional information or documentation is required, we may contact you using your preferred communication channel.
Written Outcome
We aim to address complaints within 2–3 working days, where possible. Depending on the nature and complexity of the complaint, additional time may be required.
Further Escalation
If you remain dissatisfied after completing the applicable internal complaints process, you may be able to escalate the matter through the applicable external complaint-resolution process.
We aim to acknowledge and address customer complaints within 2–3 working days, where possible. Depending on the nature and complexity of the complaint, additional time may be required for review and investigation.
Complaints will be handled in accordance with the applicable procedure, with a maximum handling period of 15 days, subject to applicable requirements.
If additional information or documentation is required, we may contact you using your registered contact details.
Claims
For claim-related enquiries or assistance, please contact us using the details below.
Claims Enquiries
If you need to report or enquire about an insurance claim, please contact Alqalaa Insurance Services using the available contact channels.
- Email: info@alqalaainsurance.ae
- Phone: 054 705 1963 / 07 208 0990
- Office: RAK - Suhaila - Auto Village (Tasjeel), Ras Al Khaimah, UAE
Please have your policy number, claim number (if available), and relevant supporting documents available when contacting us.
Where a claim is submitted and processed electronically, the applicable claim procedure and required documents will be communicated to the claimant.
Claim outcomes will be communicated in writing in accordance with the applicable insurance and claims handling procedure.
Complaints Department Contact
You may contact us using the following details for complaints and follow-up enquiries.
RAK Branch Office
Ras Al Khaimah, UAE
Saturday: Closed
Complaint Follow-Up
When contacting us about an existing complaint, please provide your complaint reference number, full name, registered email address, and any relevant policy or claim number.
This will help us locate your complaint and provide you with the appropriate assistance.
Further Complaint Escalation
If you have first submitted an official complaint to the relevant insurance institution and remain dissatisfied with the response, or have not received a written response within the applicable period, you may be eligible to submit a complaint to Sanadak, the UAE's independent financial and insurance ombudsman unit, subject to its eligibility requirements.
Sanadak's complaint process requires consumers to first raise their complaint with the relevant licensed institution or insurance company. Additional eligibility requirements may apply.
Visit SanadakPrivacy Notice: Information submitted through this page may be used to register, investigate, manage, and respond to your complaint or claim-related enquiry. Please do not submit unnecessary sensitive personal information.